Reputation

Customer Success Manager

• Manage client success throughout the customer lifecycle, from onboarding and training through adoption, growth, upsell, and renewal
• Manage an average portfolio of approximately 160 Small to Medium Business accounts representing $3M+ in ARR, with individual customer ARR generally below $65K
• Serve as an internal advocate and empower customers to maximize value through product adoption while fostering growth and retention
• Manage client expectations around workflows, responsibilities, deliverables, and engagement
• Build relationships and maintain strategic engagement with customer sponsors and key stakeholders
• Monitor and analyze account-specific data to identify churn risks, adoption gaps, and upsell opportunities
• Present performance metrics and insights demonstrating value and supporting customer satisfaction and retention
• Leverage AI, automation, and Customer Success technology to manage a high-volume portfolio, streamline workflows, identify needs and risks, and scale proactive engagement
• Balance personalized customer engagement with digital and automated touchpoints
• Improve processes, increase efficiency, and enhance customer outcomes through technology and automation
• Provide world-class customer service through organization, urgency, prioritization, and strategy
• Collaborate with Sales, Product, Support, Data Science, and peers
• Self-manage and prioritize a high-volume book of business
• Contribute to Reputation’s retention, growth, and revenue goals
• Perform additional duties as assigned

Explore Customer Success Specialist, SMB at Reputation. Review requirements and application details.